Skip to main content
user_e1nvqw
1st Topic

Visitor

 • 

2 Messages

09/16/2026 3:12 PM

Xfinity Mobile Shipment Missing 2 of 3 Phones — Need Help With Replacement

I’m hoping someone can help me with an Xfinity Mobile delivery issue.

I ordered 3 phones from Xfinity Mobile, but when my FedEx package arrived, 2 of the 3 phones were missing from the package. The package was delivered, but the two phones were not inside.

I contacted Xfinity Mobile customer service  to file a d claim as well as filed a police report. But as far as next steps I keep getting different answers. 

Has anyone dealt with a similar situation where phones were missing from an Xfinity shipment? Were you able to get replacement phones at the store, or did you have to wait for an investigation to be completed?

I’m specifically missing an iPhone 17 and an iPhone 17 Pro (512GB). I’d really appreciate any advice from someone who has gone through this process.

Question

 • 

Updated 

4 hours ago

15

1

0

Oldest First
Selected Oldest First
XfinityFrank

Official Employee

 • 

2.6K Messages

4 hours ago

Hi there, @user_e1nvqw. Thanks for reaching out to us here on the Community Forum and sorry to hear about the trouble with your shipment, that is absolutely a frustrating situation. If you've contacted us and opened a case, you should have been prompted via email to submit documentation for the claim. At that point, you would be waiting for that information to be processed and would be contacted about next steps after the investigation is completed. Usually within 30 days or less. 

2

0

user_e1nvqw

Visitor

 • 

2 Messages

Yes I uploaded documents as well. It’s very frustrating to be paying for a phones I don’t have. They keep saying I’m a diamond member but that means nothing in this situation. This is clearly a known issue with fed ex and Xfinity. 30 days is too long for a resolution. 

Like

Reply

4 hours ago

0

XfinityJoe

Official Employee

 • 

1.5K Messages

I completely understand the frustration @user_e1nvqw I would feel the same if I were in your position. You have taken the appropriate steps needed to move the investigation forward. We appreciate your patience while the investigation is reviewed. Once it's complete, you'll be contacted regarding the outcome and any next steps.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

Like

Reply

4 hours ago

0

forum icon

New to the Community?

Start Here